Director, Live Agent Delivery

At Rockstar Games, we create world-class entertainment experiences.

A career at Rockstar Games is about being part of a team working on some of the most creatively rewarding and ambitious projects to be found in any entertainment medium.

You would be welcomed to a dedicated and inclusive environment where you can learn, and collaborate with some of the most talented people in the industry.

Rockstar Games is seeking a Director, Live Agent Delivery to join the Customer Experience team in our New York City headquarters.

The person in this role will take ownership of our global live support teams and systems to ensure a Rockstar-level support experience for our players.

The ideal candidate will have experience running multi-functional teams with a focus on large contact center management, live channel operations, and workforce management.

The person in this role will need a deep understanding of 24 / 7 global live service entertainment products and knowledge of modern contact center operations to deliver ever-improving business outcomes while supporting the needs of a vibrant and global workforce.

A comprehensive understanding of the support technology landscape and the experience to bring it to bear to create a phenomenal experience for our players are critical.

This is an on-site position based in our New York City location.

WHAT WE DO

• The Rockstar Games Customer Experience Team focuses on enhancing the relationship between our games and our players with the goal of delivering an optimal, Rockstar-level support experience.
• We provide value to the Rockstar Games brand by helping to improve the overall player journey.
• We manage global support operations across multiple languages, channels, and locations.

RESPONSIBILITIES

• Lead live service channel performance globally.
• Manage a global team over-seeing forecasting, training, process, budgeting, and agent well-being.
• Lead and support team managers, throughout the world, responsible for live channel service delivery, live operations, live agents and various supporting services.
• Work in partnership with other Customer Experience team members to deliver departmental goals and projects.
• Work closely with vendors and BPO’s to constantly drive CX KPI’s in the right direction.
• Implement and ensure the success of multiple support strategies contributing to the overall customer experience Rockstar Games players receive.
• Continuously improve the delivery of business outcomes across the team and the KPI’s you are accountable for.
• With a focus on continuous improvement, facilitate change management for new processes and technology in a continually evolving environment.
• Ensure ongoing operations for the day-to-day live support environment and all agent-based player interactions.
• Observe, analyze, and report on areas of responsibility to senior CX leadership.

QUALIFICATIONS

• 5+ years of direct management experience in a customer support role.
• Strong financial acumen, excellent critical thinking skills and commercial understanding with multi-million P&L accountability.
• Experience utilizing outsource agent vendor partners alongside internal resources.
• Proven ability to coordinate projects and drive results among various cultures and locations.
• Understanding of advanced customer experience concepts.
• Experience delivering a successful live-channel service program focusing on knowledge management principles.
• Strong ability to analyze complex data, provide actionable insights, and run projects to improve business outcomes.
• Advanced degree in marketing, business, management, or equivalent experience.

SKILLS

• Knowledge of key customer experience principles and metrics.
• Team Management of 400+ employees including frontline staff, line managers, mid-level and senior managers.
• Experience managing a remote workforce.
• Excellent communication and presentation skills.
• Dynamic leadership skills.
• All Microsoft Office programs and flow diagramming software, B2C ticketing systems.

PLUSES

• Advanced degree in marketing, business, management, or related field.
• Specific experience running contact center for a video game developer / publisher.
• Experience implementing and managing custom customer-facing tools.
• Experience with agile project management systems such as SCRUM.
• Additional experience in leading teams performing social media, knowledge management, workforce management, learning and development, or technology QA.
• Experience or familiarity with Knowledge Centered Support / Service.
• Experience with goal-setting systems such as OKRs.

Please note that these are desirable skills and are not required to apply for the position.